ASG Support Technician Tier 1

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

DRN, a subsidiary of Motorola Solutions, is a pioneer in video analysis. We are a leading global provider of data and image analytics, specializing in vehicle location intelligence. Our platform leverages machine learning, artificial intelligence, and a massive network of mobile License Plate Reader (LPR) cameras to provide critical data to public safety and commercial sectors.
By maintaining the world’s largest shareable database of vehicle location information, we help our customers shorten response times and improve the speed and accuracy of investigations.

Job Description

NOTE This Position may become Hybrid in the near future requiring 2 days a week in local office.

As a Tier 1 Support Technician you will provide excellent customer service to new and existing customers by independently installing, and supporting software and hardware equipment. The Tier 1 Support Technician will be taking incoming calls from the support queue related to non-complex issues. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Your objective is to ensure every client is happy with our services and to ensure that all aspects of installation, service and support are completed properly, timely, and with detailed documentation in the ticketing systems.  This is a metrics based support position that interacts with our customers via phone and/or E-mail.

Duties and Responsibilities:

• With remote access to customer systems, Install the company’s proprietary Software.

• Provide courteous and knowledgeable support over the phone, via email.

• Ensure timely and accurate set up of all systems

• Phone Support during regular business hours and on-call availability during off hours

• Monitor Chat sessions to assist other team members

• Follow the department process, procedure, and metrics.

• Maintain a log of customers issues, interactions, and steps taken to assist the caller in the department ticketing system

• Train customers on use of systems including software, hardware and installation.

• Multi-task and have excellent time management skills

• Understand the severity of an issue and escalate issues efficiently and appropriately.

• Demonstrated strong work ethic

****Schedule is subject to business needs and availability****

Preferred Schedule

• Monday - Friday - 7am-3:30pm

Position requires that the first few weeks of training will be virtual during the hours of 9am CST to 5pm CST.

Target Base Salary Range - $35,000 to $40,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-NJ1

#LI-HYBRID

Basic Requirements

• H.S. Diploma or Equivalent

• 2+ years of experience in Customer Service, Call Center or Technical Support

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.